Health care institutions are concerned about quality. More and more are concerned with investigating consumer complaints as a way to improve quality assurance. Often these health institutions incorporate a patient / consumer complaint software system to record and evaluate patient complaints. They can use this system to look for associations between complaints and the institutions service levels and quality measures.
Studies have found that there is considerable cross-state variation between health care complaint processes and satisfaction surveys. Surveys and complaints are often used to verify the quality of health care. Information is often stored in a corrective action database and analyzed. Corrective actions are ways in which improvements are made which results in less complaints and better service levels and increased patient satisfaction.
Health care complaints are a real-time indication of quality concerns. The institution can greatly improve quality by implementing a customer complaint management software system.